Explore Blockchain for Customer Support – Enhance Security and Efficiency!

Blockchain customer support refers to the use of blockchain technology to offer customer experience solutions. It lets you store tamper-proof records, offer real-time updates, and set up automated workflows through smart contracts. Through blockchain in customer service, you can achieve transparency and increase your customer’s trust. 

Don’t you think customer support is like plumbing? You only notice it when it’s broken! And when it breaks, it can damage:

• Trust
• Reputation
• Repeat business

So, is there a way it does not break? Yes, blockchain technology has made it possible. Studies show that the global blockchain-as-a-service (BaaS) market is projected to grow from $5.7 billion in 2024 to $25.1 billion by 2031. This clearly shows its increased adoption across industries, including customer service. 

Blockchain customer support is a new way to deliver exceptional customer experience solutions. For the unaware, Blockchain is a secure digital system that:

• Keeps customer records safe
• Gets updated in real-time
• Makes every support action easy to trace

By using blockchain in customer service, you can be assured that there are:

• No more lost tickets
• No data tampering
• No disputes about what happened and when

So, want to run your business with more control and fewer risks? In this article, let’s understand what blockchain customer support is and its various features. Also, we will learn five ways in which companies are using blockchain in customer service. 

What is Blockchain Customer Support?

Blockchain is a digital system that keeps records/ stores data in units called “blocks”. Each block holds a list of transactions. Once a block is full, it connects to the block before it. This forms a chain. That is why the system is called a “blockchain.”

Now, please note that blockchain does not store these records in one place. Instead, it spreads them across many computers. These computers:

• Are connected to a network
• Share the same version of the record

How Blockchain Can Help with Customer Support?

You can use blockchain in customer service to improve how customer issues are handled and tracked. Let’s check out some of its major features:

5 Ways to Use Blockchain in Customer Service

Studies show that blockchain adoption across industries (including customer service) is projected to grow at a CAGR of 67.3% from 2023 to 2030. This will largely happen because of the increased use cases of blockchain in customer service. Let’s check them out:

1. Decentralised Data Management

Blockchain can be used to store customer information, such as:

• Names
• Orders
• Complaints
• Loyalty points 

Such blockchain-based storage is highly secure as it is shared across many computers (not just one server) and no single person or company has full control. This reduces the risk of losing data due to a server crash or cyberattack.

Additionally, all participants (like your team, partners, or even customers) can view the same records. Hence, no one can secretly change the data. For example, 

• Say a customer claims they didn’t receive their refund.
• Now, you can refer to a blockchain record showing the date and time it was issued.
• Customers can also see these records if you allow access. 
• This builds confidence because the customer knows their data is protected and untouched. 

2. Smart Contracts for Automation

A smart contract is a piece of code stored on a blockchain. It works like a digital agreement that carries out actions automatically when certain conditions are met. This helps your business by reducing the time it takes to solve common support tasks.

For example, 

• Say your store offers product warranties.
• Now, a smart contract could be set up to:
  • Check if a product is still under warranty 

• Then approve a replacement or refund without manual review
• Another case could be subscription services. 
• A smart contract can renew access when a payment is made.
• Also, it can stop access when the period ends (without staff needing to monitor it).

In this way, blockchain customer support prevents human error. Also, there is no need to double-check terms or dates once the smart contract is written correctly. That’s because everything follows the agreed logic every time. 

3. Decentralised Applications (DApps)

DApps (short for decentralised applications) are tools or software programs. They run on a blockchain. These programs don’t rely on one company or one server to work. Instead, they use a network of computers. This design significantly improves how you offer support to customers.

For example, 

• You can use a DApp to handle customer complaints or product returns. 
• Each request is recorded on the blockchain.
• Both your team and the customer can see what has been submitted and what actions have been taken. 
• This prevents lost tickets or duplicated responses. 
• Additionally, DApps can also manage:
  • Live chat service for website
  • Feedback forms
  • Appointment bookings 

Two major benefits of DApps are:

a) Avoid vendor lock-in

Please note that DApps are not tied to a single service provider. Thus, you are less likely to face issues like:

• System downtime 

• Unexpected account suspensions

Due to blockchain customer support, you also avoid vendor lock-in, which happens when you depend too much on one software provider.

b) More Privacy 

For your customers, DApps offer more privacy. That’s because their personal data is not stored in one place where it could be misused. Also, your customers can track their own interactions without needing to contact your team each time. 

This gives them confidence in your process and reduces the number of support requests your team has to handle.

4. Improved Trust and Transparency

When you use blockchain in customer service, every interaction (such as complaint logs, refunds, deliveries, and responses) is recorded in a way that cannot be changed. It is known as “immutability”. In blockchain customer support, a clear timeline of what happened and when is created. Both you and the customer can refer to this timeline.

This level of transparency reduces the chances of misunderstandings. Let’s see how:

This system is particularly useful in businesses that deal with high-value transactions or sensitive services. That’s because blockchain customer support adds accountability to every support action. 

5. Token-Based Loyalty Programs

A blockchain-based loyalty program uses digital tokens instead of traditional points. These tokens are:

• Stored securely on a blockchain 

• Linked to each customer’s profile

As customers make purchases, they receive tokens as rewards. These tokens can be used later to get:

• Discounts
• Products
• Services

For more clarity, let’s check out three major benefits of blockchain-based loyalty programs:

a) Immutability of Tokens

The key benefit of using blockchain customer support is that the tokens are easy to manage and cannot be changed or duplicated. Customers can trust that their rewards are safe and accurate. 

b) Zero Waiting Time to Redeem Tokens

Moreover, customers don’t need to wait or call support to redeem tokens. The blockchain system tracks everything in real time. Let’s see how:

• Say a customer uses tokens.
• Now, the system automatically updates their balance
• It confirms the transaction

This reduces support calls related to missing points or redemption issues. 

c) Better Data Collection

With blockchain customer support, you gain better data. Blockchain gives a full record of token activity. It lets you understand what your customers want. This allows you to:

• Improve your loyalty offers 
• Keep everything secure and easy to audit.

Too Many Tickets, Too Little Time? Atidiv + Blockchain = Problem Solved

Are you still relying on outdated systems for customer support? If yes, you are leaving too much room for error, confusion, and lost customer trust. By using blockchain in customer service, you can resolve these issues by bringing:

• Transparency
• Security
• Automation 

Also, with blockchain customer support, you can store data across multiple systems. This prevents unauthorised changes and reduces disputes. Some common ways to use blockchain in customer service are:

• Using smart contracts to automate refunds
• Operating DApps to manage feedback
• Running loyalty programs through tamper-proof digital token

Remember this is not just a tech upgrade! Instead, it is a customer experience transformation. Are you looking for a partner to implement this? We at Atidiv are a leading customer experience (CX) specialist that:

• Provide omnichannel messaging solutions
• Have expert teams to manage large ticket volumes
• Use the latest technologies like blockchain to offer exceptional customer support

Partner with Atidiv today and give your customers the best they deserve!

FAQs On Blockchain Customer Support

1. Will blockchain replace my current customer support tools?

No, it enhances them. Please realise that blockchain in customer service works in the background to:

• Secure data
• Automate tasks
• Keep records safe

You can still use your existing CRM or helpdesk systems while adding blockchain to strengthen how they perform.

2. What kind of customer issues can blockchain help me solve?

Using blockchain in customer service, you can track:

• Refunds
• Complaints
• Loyalty points

You can also support actions without manual errors. By using smart contracts, you can even automate your warranty claims or subscription renewals. 

3. How expensive is it to use blockchain for customer service?

Most blockchain platforms are “open-source”. You can use them without paying any licensing fees. However, you will have to incur costs that may arise from:

• Setup
• Integration with your existing systems
• Staff training
• Ongoing maintenance

These expenses entirely depend on the scale and complexity of your business needs.

4. What if I want to stop using blockchain later? Will my data be lost?

No, your data stays safe. That’s because blockchain stores information across a network (not in one place). Also, it can be backed up or exported. Hence, you will always have access to your support records, even if you change platforms.